Doing Contact Center QA the Right Way

The Complete Guide to Call Center Quality Assurance

If you’re like most customer service team leaders, you already have a quality assurance (QA) program in place to monitor customer interactions with your team and ensure your agents are on track.

But not all QA programs are created equal.

In the following pages, we’ll take a look at some standard QA operating procedures that could be holding your service teams back. Then, we’ll explain how QA done right can help you manage your team in a more active, effective, and lucrative way.